The Blend: A West Monroe Partners Blog

You will be able to guess my approximate age when I tell you that I grew up in a house that had a rotary phone. My fingers were so happy when my family finally installed a few touchtone phones. Now, I don’t even have a home phone, and Alexa is one of my favorite additions to the house.…

Across all industries – from utilities to banking and from healthcare to education – organizations are tapping into unprecedented amounts and types of actionable “big data” to understand consumers and drive powerful engagement. This is possible through evolving tools that analyze and parse data into hyper-personalized micro-segments of consumers – enabling an organization to deliver the right...

The hype surrounding robotic process automation (RPA) continues to grow. It has many people imagining robots along an assembly line, packaging product to be delivered by drones in a matter of minutes. But the reality is that robotic process automation is the next technology automation tool designed to drive better operational efficiency, improve customer experience, and increase employee...

Santosh Kumar Sriram, an experienced consultant based in our San Francisco office, recently spoke at the Salesforce Developers Group meeting on Lightning component testing. Salesforce does not yet have a standard testing framework for Lightning components in GA, so Santosh came up with his own testing framework using Jasmine JS, which he calls “Lightning Test Execution.” In this...

If you’re like me, Prime Day gets you excited for a good deal. I’ll admit it, I spent a good 20-30 minutes scrolling through the upcoming deals and adding several to my “Watching” list.
If you’re Jeff Bezos, you’re excited that Prime Day is going to increase Amazon’s market share even further…
Here are four ways Amazon is using Prime Day to continue crushing competition:
Increasing Amazon...

Welcome to 2017, folks! The year is half over and it’s been full of, well, uncertainty. Whether you’re questioning what will come from our current political climate or the fate of foreign relations, one thing you can count on is the Fed raising rates. For the first time in the post Great Recession era, the economy has proven it can withstand the effects of reversing the Quantitative Easing...

So you may be asking yourself, what is field service and why is it important?
Field service refers to the management of a company’s resources/employees/technicians at or en route to customers, rather than on company property (i.e. work done out in “the field”). It’s something that we all deal with as a customer.…

In the years following the passage of the ACA, population health tools have taken on an increasingly prominent role in payer strategies to improve health outcomes, evaluate quality of care, and cut costs. The demand for nimble solutions has only grown, leading many organizations to reassess their current workflows and consider enhancements or upgrading to new solutions.…

Digital transformation is sweeping the globe, across markets and industries. Companies are looking to improve efficiencies by simplifying and streamlining operations through digital, which is the application of value stream mapping, technology, and a focus on enhancing customer and employee experiences.
But what does this mean? Just because a manual process or interface is shifted to a digital...

West Monroe is proud to present a new podcast, “This Is CX”, a discussion about all-things “customer experience” hosted by me and Paul Hagen. Our podcast reviews the best practices of building a disciplined customer experience program in a way that creates real business value. Each episode typically includes a discussion on a key CX topic, while also highlighting tools that CX...

In 1964 the Federal Reserve Bank published a paper predicting the demise of the check and it took over 40 years for that to become reality. With myriad payment options available to consumers, is the demise of cash not far behind?
I just passed the 100th day of carrying no cash with me.…

West Monroe Partners recently hosted a round table in Seattle for local workforce, HR and technology leaders on the topic of the future of work. There was a broad range of companies at the table, including Starbucks, REI, Zumiez and Delta Dental of Washington.
To start the discussion, we posed a question to the group:
With the advantages of being a “digital” company so well documented (better...